Question 1

Can RealityAdapter connect with a 5GHz Wi-Fi network?

Accepted Answer

No, RealityAdapter only supports 2.4GHz Wi-Fi channels. Most 5 GHz Wi-Fi routers also support 2.4 GHz, during RealityAdapter installation make sure to specify a network that supports 2.4GHz channels.

Question 2

Can I use Third Reality devices with Samsung SmartThings?

Accepted Answer

Yes, follow this procedure.  (Note: RealitySwitch has been officially supported by Smartthings. There is no need to use handler as suggested before)   1. Login to the SmartThings App and bind the hub. You can reference the SmartThings manual about binding steps.   2. If you use the SmartThings App 2015, select " add a thing" to get RealitySwitch/ RealitySwitch Plus set up. If you use SmartThings App 2018, select "Add device" --> " Switch/Dimmer"--> "GE Zigbee" to get RealitySwitch/ RealitySwitch Plus set up.   The blue LED light of RealitySwitch/ RealitySwitch Plus is fast blinking, indicating that it is in pairing mode.   * Smartthings currently has two edition App: App 2015 and 2018. We will suggest you use App 2018 with your Samsung account for a more stable connection.      Watch our YouTube channel if you need additional help of pairing with RealitySwitch with a SmartThings hub  https://www.youtube.com/watch?v=IbI845j6Yl4 https://www.youtube.com/watch?v=0Sh1ra8Ev9w

Question 3

How do I use Third Reality devices with a Wink hub?

Accepted Answer

1. Login to the Wink App and pair the hub. You can reference the Wink manual about pairing steps.   2. You will need to set RealitySwitch/ RealitySwitch Plus as “Lighting” → “Lights” → “Generic Zigbee Light Blub”in Wink App.    The blue LED light of RealitySwitch/ RealitySwitch Plus should be blinking fast, indicating that it is in pairing mode.   3. Click "CONNECT NOW" until "SUCCESS" appears.   RealitySwitch LED should stop flashing when connected to Wink successfully.   * Wink hub must requires to be located at least 15 feet away from any other Wi-Fi devices, please refer to Wink FAQ for details.

Question 4

What can I do if RealitySwitch does not respond even if I have used a new battery?

Accepted Answer

Take out battery. Press the front button a few times to drain power inside circuit board. Then put back battery and try again.

Question 5

Where can I find a device install video?

Accepted Answer

You can find Third Reality device installation videos on YouTube.  https://www.youtube.com/channel/UCt-VCbgkATSNWLwipKPKb5A?view_as=subscriber

Question 6

Q1. Why the Smart Switch Gen3 comes in two versions?

Accepted Answer

We have 2 versions of the Smart Switch Gen3 for Echo devices with BLE and ZigBee connectivity.  You can check the mode of the Smart Switch Gen3 according to the picture and chart below, to see if it’s compatible with your Echo device.

Question 7

Q2. How to check and change the mode of the Smart Switch Gen3?

Accepted Answer

To change the mode of the Smart Switch Gen3, please follow the instructions as follow. ① Remove the battery, press and hold the switch button for 5 seconds. ② While still holding down the button, install the battery. ③ The plastic slider will slide within 10 seconds, release the button immediately and check its mode according to the position(as shown in the picture).              Checking mode video Link: https://www.youtube.com/watch?v=F92CdBzat8A Changing mode video link: https://www.youtube.com/watch?v=VHEjUIkpGKM

Question 8

Q3. How to factory reset the Smart Switch Gen3 and put it into pairing mode?

Accepted Answer

Long press the Smart Switch Gen3 button for more than 20 seconds, you can see the blue LED light flashes rapidly, indicating it’s in pairing mode.  Video link: https://www.youtube.com/watch?v=TOlXWlETQLA

Question 9

Q4. Do I need a Third Reality hub if I want to voice control the Smart Switch Gen3 over Alexa?

Accepted Answer

It depends on what Echo device you have. A Third Reality hub is used to connect ZigBee end devices to those Echo speakers without ZigBee hubs built-in, see Q1. Enable the Third Reality Skill in your Alexa app by signing in your 3R account, you can do cloud2cloud sync to support all Echo devices.

Question 10

Q5. Why can’t I pair the Smart Switch Gen3 with the Third Reality Hub? The hub is set up and connected to my Wi-Fi but it cannot find my switch.

Accepted Answer

1. Check the mode of the Smart Switch Gen3 to see if it’s the ZigBee version, see Q2. 2. Make sure the hub firmware is the latest version, go to the hub details page in the Third Reality app to “Check Updates”. 3. Put the switch into pairing mode(see Q3), initialize the pairing process.

Question 11

Q6. Why the Smart Switch Gen3 won’t pair with my Echo speaker?

Accepted Answer

1. Check the mode of the Smart Switch Gen3 to see if it’s compatible with your Echo speaker, see Q1 & Q2. Please notice that a single BLE Echo speaker can only hold up to 3 BLE end devices. 2. Reboot the Echo speaker by unplugging and plugging it back in or factory reset the Echo speaker: press and hold the Action button for 25 seconds, the light ring will pulse orange and then turn off. Wait for the light ring to turn back on and then turn blue. The light ring then turns orange again and the device enters set up mode. 3. Factory reset the Smart Switch Gen3(see Q3), pair it with the Echo speaker again.

Question 12

Q7. How to pair ZigBee Smart Switch Gen3 to an Aeotec/SmartThings Hub?

Accepted Answer

1. Check the version of the Smart Switch Gen3, see Q2. 2. Check your Aeotec/SmartTings hub firmware for updates. 3. Put the Smart Switch Gen3 into pairing mode, see Q3. 4. You can just use search nearby to pair the switch instead of using any device type.

Question 13

Q8. How to move the Smart Switch Gen3 to another Echo speaker?

Accepted Answer

Go to the Alexa app account, remove the Smart Switch Gen3 from the Echo device it’s paired with, wait for 30 minutes for Alexa cloud to get updates, factory reset the switch(see Q5), then you can pair the switch to a new Echo speaker.

Question 14

Q9. The ZigBee Smart Switch Gen3 loses connection (goes offline) frequently, the app indicates the battery level is high or medium.

Accepted Answer

1. Take out the battery from the Smart Switch Gen3. 2. Press the switch button 6 - 8 times to drain the power from the circuit. 3: Check both the Third Reality hub firmware and Third Reality app for updates. Video link: https://www.youtube.com/watch?v=DK4-SXuC4a0 4: Put the Third Reality hub and the smart switch as close as possible to prevent interference, as long as the hub gets a stable WiFi connection. 5: Check the 2.4GHz WiFi channel, typically it is #1, #6 or #11. 6: Check the ZigBee Channel Settings in the Third Reality app.  In the ZigBee Channel Settings you can choose from #11 to #26. Try to switch the hub channels by selecting “ZigBee Channel Settings” in the hub details page, to avoid WiFi/ZigBee interference. The default channel is #15, try #25 to see whether it works or not.  l  If your WiFi channel is #1 or #6, please try to change your ZigBee channel to #25. l  If your WiFi is channel #11, please change your ZigBee channel to #12. l Please notice that after switching the ZigBee channel to a new channel, you need to re-install the battery in the switch and re-connect it to the hub. l Please refer to the following chart, usually we do not recommend the side channels #11 or #25/#26 since typically we reduce power there.   https://www.metageek.com/training/resources/zigbee-wifi-coexistence/

Question 15

Q10. Why is my Smart Switch Gen3 “not responding” after my Echo speaker says “found first switch”?

Accepted Answer

Please try these methods as follow. 1. Turn on/off the switch twice in your Alexa app to sync the status of the switch. 2. Reboot your Echo speaker, factory reset the switch and pair it with the speaker again.  3. De-register the Echo speaker through the Alexa app, set up the speaker again and pair the switch with the speaker.

Question 16

Q11. The on/off direction of the Smart Switch Gen3 is reversed, how to change it?

Accepted Answer

You can reverse the on/off direction of the Smart Switch Gen3, press and hold the button for more than 10 seconds until the blue LED indicator lights up, then release the button. Video link: https://www.youtube.com/watch?v=iWqXBJBpTT4

Question 17

Q12. Why the Smart Switch Gen3 actuates but fails to turn the wall switch on or off?

Accepted Answer

Check the gap between Smart Switch Gen3 and the wall switch, make sure to install the right spacers properly, please refer to the picture bellow.           (1) If the Smart Switch Gen3 actuates but fails to turn the wall switch on or off, the gap between smart switch and wall switch may be too big, please try tightening the faceplate screws slightly or using a spacer of different size. (2) If the Smart Switch Gen3 fails to actuate or comes off the wall when actuating, the switch may be too close to the wall, please try changing the size of the spacers. Video link: https://www.youtube.com/watch?v=bax9a23zH7o

Question 18

Q13. How to get replacement fasteners/spacers for the Smart Switch Gen3?

Accepted Answer

If you are a Prime member, you can order through this link as it will be delivered faster. https://www.amazon.com/dp/B09QGYLJRP Otherwise, please provide your shipping address and we will send it to you through our maintenance channel.

Question 19

Q1. How to factory reset the Smart Blind?

Accepted Answer

Press and hold the Set "□" button on the Smart Blind body for more than 5 seconds until the status of the LED turns red and flash rapidly. Then release the Set button, the LED will flash rapidly after 10 seconds indicating that it is in pairing mode now.

Question 20

Q2. How can we do if the smart blind can’t pair with Echo devices?

Accepted Answer

1) make sure the Echo device is compatible with ZigBee Smart Blind. The Echo devices that support ZigBee Smart Blind includes Echo Plus Gen 1& Gen 2, Echo Gen 4, Echo Studio. 2)Reboot the Echo speaker by unplugging the power and plugging it back in, then try to pair the Smart Blind with it again. 3)Factory reset the Echo speaker (Press and hold the Action button for 25 seconds. The light ring will pulse orange, then turn off. Wait for the light ring to turn back on and turn blue. The light ring then turns orange again and the device enters the setup mode), then try to pair the Smart Blind with it again.

Question 21

Q3. If the Smart Blind is unresponsive after pairing successfully, how to do?

Accepted Answer

1) If the Smart Blind is offline (LED slow blinking----blink once every three seconds), unplug the Echo device and take the batteries out of the Smart Blind and then put the batteries back in to reboot your Echo devices and Smart Blind. 2) If the Echo device is offline (directly say something to Alexa, if the Echo is offline, it will prompt you), check the state of wifi.

Question 22

Q4. How to set 100% position after the Smart Blind is paired?

Accepted Answer

1) After the Smart Blind is paired, we need to make sure that the Smart Blind is in the highest position (we can also call it 0% position), so that we can set the 100% position more accurately. So first, press the “Up” button to let the Smart Blind move to the highest position where the Smart Blind will take as 0% position. 2)Press the “Down” button, the Smart Blind will move down. In the process of moving down, once a device named “bottom sensor”（which is in the bottom of Smart Blind) is triggered，the position where the Smart Blind is triggered will be recorded as 100% position.

Question 23

Q5. What’s the function of “Button sensor”?

Accepted Answer

The bottom sensor is on the bottom of the Smart Blind. Once the Bottom Sensor is triggered, the Smart Blind will stop moving, and the position (where the bottom sensor is triggered) is set as 100% position. Next time, when the Smart Blind is asked to go down to 100% position, it will automatically stretch to the same position where the bottom sensor was triggered last time.

Question 24

Q6. The “up” and “down” buttons on the Smart blind reverse to the actual movement, how to do?

Accepted Answer

Answer: When this happens, press the “Up” button and let the Smart Blind move to the lowest position. After it reaches the lowest position, it will continue moving to the highest position. Meanwhile, the “Up” and “Down” button will correspond with the actual direction of moving.

Question 25

Q7. The Smart Blind is not responding after installation, how to do?

Accepted Answer

1)Turn on/off the Smart Blind twice in the Alexa app to sync the blind. 2) If not connected, please reboot the Echo speaker and factory reset the Smart Blind (refer to Q1), then pair the Smart Blind with the Echo speaker. 3)If it still can’t work, please try to deregister the Echo speaker and register back in, then try to pair the Smart Blind with it.

Question 26

How to pair the Switch Gen3 with the Third Reality Hub?

Accepted Answer

1. Long press the Third Reality Hub icon to get into the device detail page then click “Check updates”, and follow the prompts to update it, Do not disconnect power or network while device is updating. 2. Tap the "+" icon belongs to the hub, click the switch icon and then follow the instructions to complete the setup.

Question 27

I can’t pair Reality Switch with the hub.

Accepted Answer

Try pairing the switch again while closer to the hub. Delete the switch if it shows up in the RealityApp. Put the switch in pairing mode by long pressing the button until the blue LED blinks rapidly. Then add the switch as a new device in RealityApp.

Question 28

RealitySwitch operates, but the light won’t switch. Why?"

Accepted Answer

Adjust the height of the backplate with the provided spacers so that the switch turns both "ON" and "OFF" without binding. Some toggle switches are designed where the "OFF" position is lower in height than "ON". This may prevent RealitySwitch from working properly. To address this, install the RealitySwitch and any needed spacers with the toggle in the “ON” position.

Question 29

My RealitySwitch On/Off status is inverted. How do I fix this?

Accepted Answer

If you find that your on/off status is inverted, press the RealitySwitch button for around 10 to 15 seconds. The status will be corrected once the blue LED lights up, then release the hold.

Question 30

RealitySwitch loses connection with the hub (LED blinking slowly)

Accepted Answer

Generally, it will be automatically reconnected when putting the switch closer to the hub. If the problem persists (LED blinking slowly), please try to reconnect/re-discover your device with the hub. If you have a range issue, you may need to relocate the hub closer to the switch or add an additional hub to act as a repeater for more distant switches.

Question 31

How do I factory reset RealitySwitch?

Accepted Answer

If you need to factory reset the RealitySwitch, long press the button more than 30 seconds until the blue LED blinks rapidly. The switch is now in pairing mode, and you can re-pair the device in the RealityApp

Question 32

How to pair RealitySwitch again with Amazon’s Echo Plus?

Accepted Answer

Sometimes you need to reset both the Echo Plus and the switch to pair again. Please follow these steps: a. Reset the Echo Plus for 5 seconds until orange LED lights up. b. Reset the switch by pressing the button until the LED begins blinking fast. c. Reconnect/re-pair the device with RealityApp.

Question 33

Instructions for switches that include a separate dimmer setting

Accepted Answer

You should adjust brightness of the dimmer to the proper level before mounting the RealitySwitch backplate.

Question 34

The LED is double blinking, what does it mean?"

Accepted Answer

If the LED double blinks, this indicates low battery status, please replace the batteries.

Question 35

How do you turn off the blinking LED when it’s not paired with anything?

Accepted Answer

Remove the batteries, then hold down the switch button while you re-install the batteries.

Question 36

How to pair the Switch Gen3 (Zigbee Version) with your Third Reality Hub?

Accepted Answer

1. Long press the Third Reality Hub icon to get into the device detail page then click “Check for updates” and follow the prompts to update it, Do not disconnect power or network while device is updating. 2. Tap the "+" icon belongs to the hub, click the switch icon and then follow the instructions to complete the setup.

Question 37

Can I control my devices from outside my home?

Accepted Answer

Yes. You can control and manage Third Reality devices from RealityApp wherever you are, as long as you are connected to the Internet.

Question 38

How do I add new Third Reality devices in RealityApp?

Accepted Answer

Third Reality devices can be added as follows: You must first install a hub to connect your devices to, either RealityAdapter or a third-party hub (Echo Plus, Wink, SmartThings). Click “+ New device” from main screen, select the adapter you are connecting to and choose the device type (switch, light, etc). Follow the instructions to complete the setup.

Question 39

“Error, time out” during Third Reality hub setup"

Accepted Answer

This message indicate that pairing failed.   Reset Reality hub and put it in pairing mode by pressing the "Reset" button with a pin or paper clip. Move Reality hub closer to the Wi-Fi router to improve the network connection, then re-pair Reality hub with the App. Make sure the Wi-Fi password has been entered correctly during the setup.

Question 40

“No device was found” during RealitySwitch setup

Accepted Answer

This message indicate that the pairing failed.   During pairing, the ZigBee LED of RealityAdapter should be slow blinking. If not, restart RealityAdapter and pair RealitySwitch with the App again.   If you still have difficulty pairing RealitySwitch, please contact Customer Support and provide your device mode number to get further assistance.

Question 41

Can I connect other Zigbee devices with RealityAdapter and RealityApp?

Accepted Answer

RealityAdapter was designed primarily to connect Third Reality devices. Please see the compatibility page ( //.. support/compatibility) to see which devices we have tested for interoperability.   As RealityAdapter is a Zigbee device, it may also work with other Zigbee-compatible devices not on the compatibility list. If a device not on the list does not connect, we suggest using a general purpose Zigbee hub designed for broader interoperability.

Question 42

RealityAdapter shows as offline in RealityApp

Accepted Answer

Check the Wi-Fi LED of RealityAdapter, if it is slow blinking, move RealityAdapter closer to the Wi-Fi router and restart RealityAdapter. If the Wi-Fi LED stays on without blinking, sign out and sign back in to RealityApp.

Question 43

I clicked the icon in the App to control the device, the device responsed but the icon didn’t."

Accepted Answer

A device icon may not respond due to a weak network connection. You can scroll down the screen to refresh its status.

Question 44

Can I set a timer to turn a device on and off?

Accepted Answer

Yes, you can use the RealityApp Timer function to control the length of time to turn a device on/off.

Question 45

What happens if RealityAdapter loses connection with power or Internet?

Accepted Answer

All devices should re-connect automatically. But if a device can't recover, move it closer to RealityAdapter or re-power the device.

Question 46

How do I upgrade RealityAdapter to the latest version?

Accepted Answer

RealityAdapter can be upgraded through the RealityApp. Long press the RealityAdapter icon to get into the device detail page then click “Check for updates”. Do not disconnect power or network while device is updating.    *During updating, all devices connected to the adapter will not function until the upgrade is completed.

Question 47

What happens if the RealityAdapter loses connection with power or internet?

Accepted Answer

All devices should reconnect automatically. However if a device can't recover, try moving it closer to the RealityAdapter or re-pair the device.

Question 48

Why are my SmartThings hub and APP having difficulty finding my Third RealitySwitch?

Accepted Answer

Please check your SmartThings APP version,  if you are using the 2018 version (the icon is 6 small circles), please go to try version 2015 (the icon is a big circle). Because the 2108 version does not refresh correctly, it will sometimes, incorrectly displays a message indicating that no device has been found. Typically when this happens, the switch has actually has been already added to the devices list, the 2015 version does not have this issue.

Question 49

When I pair my switch with smartthings hub, why does the LED on the switch go from fast blinking to off, then shortly thereafter, the LED on the switch begins fast blinking again before failing to join the network?"

Accepted Answer

If this happen, please check your SmartThings hub model, if your model number is ET-WV52X (ET-WV520, ET-WV525, etc.), please make sure your firmware number is 000.024.052 or above (this can be found on your SmartThings APP). If the firmware version is lower than that version, the SmartThing hub is not a full Zigbee 3.0 compatible product, it may have compatiblity issue with a standard Zigbee 3.0 device like the Third Reality switch.

Question 50

How do I  set a schedule/timer to control the Night Light?

Accepted Answer

You can follow the steps below to set a schedule/timer to control the Night Light. Insert your Night Light into Echo Flex USB Port. Echo Flex will detect your Night Light automatically. If Echo Flex does not detect the Night Light automatically, please see “How to manually have Echo Flex to sync up new Devices” below. In Alexa app, selects, “Options” at the top left as below: ​​​  ​​​  4.Select “Routines” as below:   ​​​  5. In the “CREATE A ROUTINE” page, click “+” sign to create a routine “Everyday , at 18:30” as below:   ​​​ 6. In the “NEW ROUTINE” page, click “+” sign along with “When this happens” as below:   ​​​  7. In the “WHEN THIS HAPPENS” page, select “Schedule” as below.   ​  8. In the “Schedule” page, there are 3 choices. You can set the time according to you request. e.g. 18:30:    ​  a.  Click “At Time”, two options will be available.   ​  b.  Select 18:30 under “At Time”   ​  c.  Tap “Select” belong to “Repeat” to choose how many days a week you want this routine work, e.g. Every Day.   ​  9. Back on the main page, click “+” sign along with “Add action”.   ​  a. Select “Smart Home”   ​  10. If your Smart Night Light has been setup, you should see “Lights” under “All Devices”   ​  11. Select “Light”, there may be a lot of choices depending to your actual situation. So, you will need to confirm which one is our Smart Night Light and select it. e.g. First Light.   ​  ​   12. In the “First Light” page , select power ON, and the brightness and color according to your preference.

Question 51

How to turn off Ambient Light Sensor (ALS)?

Accepted Answer

If you want to turn off ambient light sensor or ALS: Unplug and plug back in the Night Light from the Echo Flex for four times.

Question 52

Troubleshooting your Night Light?

Accepted Answer

If the Night Light has become unresponsive, please try the following: Unplug the Night Light from Echo Flex Reboot your Echo Flex by unplugging and plugging it back in After Echo Flex has completed rebooting, plug the Night Light back to the Echo Flex Restart the Alexa app.

Question 53

How to pair Remote Plus and update firmware?

Accepted Answer

1). 1), Download “Third Reality” app       
2), Tap “+” in the app to pair and add device       
3). In order to pair device, press Volume down key, “-” and Light button at the same time.        Once you successfully pair the device, you will see the picture below,      You can tap Remote in the app to beep and find the Remote. Also, you can long press Remote to change settings. 4). In settings, you can delete Remote or upgrade Remote firmware.

Question 54

Can not trigger beeping in the App.

Accepted Answer

Please try the following: Plug in the charger cable and then try to tap the “Remote” icon to trigger the beeping. Disable/enable the Bluetooth in the phone setting to see whether it fixed the issue. Reboot the phone. Then plug in/out the charger cable to the remote plus to allow Remote Plus to reboot itself.